The construction and manufacturing sector has been ranked as the best for customer service according to new research.
The ‘Customer Service Report’, by WhatsApp business communications specialist Esendex, analysed Trustpilot review data to give each industry a weighted index score out of 100, factoring in overall review scores and average sentiment ratings for customer service terms.
With a score of 89.9 out of 100, and an average Trustpilot score of 4.6, construction and manufacturing emerged as the top-performing sector out of the 15 industries analysed – indicating a strong investment into maintaining positive customer relationships and leveraging exceptional service to build loyalty and long-term success.
Sentiment analysis found the sector received high scores for:
- ‘Service’ (4.6/5)
- ‘Satisfaction’ (4.4/5)
- ‘Experience’ (4.3/5)
These scores reflect widespread consumer satisfaction with the customer service journey – which is crucial in competitive sectors like construction and manufacturing, where pricing and USPs typically vary little.
With 65% of new business opportunities coming from referrals, positive service experience and word-of-mouth recommendations are critical for long-term success.
Construction and manufacturing also outpaced the overall industry average, which had an average Trustpilot score of 4.1 and an index score of 76.8.
This comes as the Institute of Customer Service revealed UK customer satisfaction hit its lowest rating in nine years in July 2024, estimating that poor customer service was costing UK businesses over £87.6 billion per year.
Meanwhile, 83% of customers cited good customer service as their top motivator in purchasing decisions and 88% stated positive service experiences increase repeat purchases.
The HR and recruiting and health and medical sectors ranked second and third, with index scores of 89.7 and 88.0 respectively.
Shipping and logistics ranked eighth with 79.7. With the sector playing a crucial role in a variety of other industries, delays or poor handling could directly impact the industries reliant on timely deliveries, such as construction and manufacturing.
A lower rating in logistics could also signal possible disruptions, which would have a knock-on effect on the supply chain and impact project timelines, resulting in negative reviews and a decline in customer trust.
Retail ranked the lowest for customer service, scoring just 51.4 out of 100, suggesting widespread consumer dissatisfaction. This comes as pressure on e-commerce providers has intensified in recent years, with Ofcom’s annual post-monitoring report revealing an 8.3% increase in UK parcel volumes from 2023-2024.
Housing associations and the banking and money sector ranked second and third worst for customer service, with 55.7 and 61.9 out of 100 respectively.
The Customer Happiness Index
|
Industry |
Average Trustpilot Score |
Index Score (out of 100) |
|
Construction and Manufacturing |
4.6 |
89.9 |
|
HR and Recruiting |
4.6 |
89.7 |
|
Health and Medical |
4.4 |
88.0 |
|
Education |
4.5 |
87.8 |
|
Credit and Debt Services |
4.4 |
86.8 |
|
Sales and Marketing |
4.3 |
83.0 |
|
Utilities |
4.3 |
82.7 |
|
Shipping and Logistics |
4.2 |
79.7 |
|
Real Estate |
4.0 |
78.4 |
|
IT and Communications |
4.2 |
77.3 |
|
Electronics and Technology |
4.0 |
75.6 |
|
Entertainment |
3.5 |
63.7 |
|
Banking and Money |
3.6 |
61.9 |
|
Housing Associations |
3.4 |
55.7 |
|
Retail |
3.3 |
51.4 |
Richard Hanscott, CEO of Esendex, said:
“Customer service is a critical part of business operations and reputation management, which is why it should never be relegated to the bottom of the priority list. As consumer demand and expectations increase year on year, businesses must implement fast, flexible, and multi-channel communication solutions that will align with the needs of customers.
“The findings from our ‘Customer Service Report’ highlight how industries like construction and manufacturing are setting the standard by prioritising efficiency, clear communication and building positive customer relationships. With an index score of 89.9, the sector is actively demonstrating its investment in maintaining positive customer service in order to drive long-term business success.
“To be competitive, businesses must proactively build trust, a positive brand reputation, and improve customer service. By investing in the right customer service solutions – including WhatsApp for Business, AI, and chatbots – companies can streamline communication, reduce response times, and ensure support is available when and where customers need it. Even sectors with high customer satisfaction scores, like construction and manufacturing, need to continue investing in the right tools to maintain these standards.
“Beyond strengthening customer relations, these tools also reduce pressure on customer support teams, cut response wait times, and provide 24/7 assistance, so that customers get the support they need, when they need it and in a way that’s tailored to them.”
Methodology
Esendex collected and analysed data from over 500 companies across 15 industries in the UK, using Trustpilot data to calculate a weighted index score out of 100. The team examined overall Trustpilot scores, and 12-month reviews, and calculated scores specifically related to ‘customer service’, ‘satisfaction’ and ‘experience’.
